TELL ME SOMETHING ABOUT YOURSELF?

First of all I would like to say thank you so much for the opportunity to be interviewed today. I'm Maria
Estefani Gonzaga, a Bachelor of Science in Tourism Management graduate from the University of the
Immaculate Conception in Davao City, Philippines, class of 2018. During my studies, I interned at Dubai
National Air Travel as a customer service agent, where I managed room bookings for top-tier hotels
worldwide, emphasizing accuracy in data entry. I also interned at Clark International Airport and the
Department of Tourism Region 3, assisting travellers with inquiries about Pampanga's must see
destinations, accommodations and transportation needs. After graduation, I worked part-time at New
World Travel Cooperation as an event organizer, prioritizing client satisfaction and safety. In previous
roles, including as a kitchen staff at Davao Lounge Café Restaurant and Business Centre, and as a front
desk receptionist at Winewoods Apo Bar and Restaurant, I focused on providing excellent service and
managing guest needs efficiently. Lastly, I serve as a Front Desk at KDPS Construction and Interior
Design, where I assist in client services and administrative tasks.

KDPS Constructions and Interior Design

Front Desk May 2022 to July 2023

Winewoods Apo Bar and restaurant

Front Desk/Receptionist August 2020- December 2021

Davao Lounge Cafe restaurant and Business Center

Kitchen Staff- July 2020- January 2021

New World Travel Cooperation

Event Organizer (Part Timer) - April 2018-April 2018

Clark International Airport/DOT Region 3

Tourist Desk Attendant January 2018-Feb 2018

Dubai National Air Travel

Customer Service Agent December 2017- January 2019

Why do you want to join J1? Why US?

I chose to join the J1 Visa internship program because of the world-class training it offers. The
United States is renowned for its exceptional hospitality industry, and I believe that experiencing
this environment first hand will greatly enhance my skills as a receptionist. I am eager to learn
from the best in the field and contribute my dedication and enthusiasm to providing excellent
service.
Why should we hire you?

If I will be given a chance to be a part of your company. I will prove myself working hard to your
company. I will be an effective and efficient Front Desk by providing quality services to our guests. And
when I work I will surely committed putting my heart and soul into it. If you hire me, I will go above and
beyond what is expected and I will willingly carry out duties outside my job description.

What makes you stand out among the applicants?

What makes me standout among the applicants is that my dedication towards work, my passion of
serving people and makes the satisfied and lastly I am a family oriented person, I will surely treat your
organization as my 2nd home

Why do you want this job?

Your company is one of the top leading companies and I want to work with the best. We have the same
mission of serving people and make them satisfied and also giving high quality service to the guests. I
believe that this company will help me utilize my skills and knowledge in an effective and efficient
manner.

How do you organized your task?

When organizing my task I make sure that I used digital tools to help me stay organized and remember
important events/things. Of course, I also have notepad with me to write down quick reminders and to
do lists. This ensures that I don’t miss any important details from the day.

What can you contribute to the company?

I can contribute to the company in several ways. Firstly, I am a very fast learner and worker. I am team
player and work at a very fast pace to ensure you see a positive return on your investment. Secondly, I
am very good at taking care of customers, company resources and supplies. I think it is important in any
role to not just help increase sales but to also add value by helping the company save money too.

Can you tell us about your previous experience in a front office role?
Certainly. In my previous role, I served as a front desk receptionist for a busy hotel. I was responsible for
handling check-ins and check-outs, managing reservations, and addressing guest inquiries and concerns.
I also assisted with administrative tasks such as answering phones, processing payments, and
maintaining guest records.

How do you prioritize tasks and manage your time effectively in a fast-paced front office
environment?
In a fast-paced setting, prioritization is crucial. What I usually do is to start assessing the urgency of tasks
and their impact on guest satisfaction. I used organizational tools such as checklists and calendars to
stay organized and ensure that I meet deadlines. Additionally, I'm flexible and adaptable, able to adjust
my priorities as needed to address unexpected issues that may arise.
How do you handle multiple phone calls and guest inquiries simultaneously?
When handling multiple phone calls and inquiries it requires effective communication and multitasking
skills. I prioritize urgent calls while politely placing others on hold or directing them to voicemail if
necessary. I strive to address each guest's inquiry promptly and courteously, ensuring that they feel
valued and attended to.

Can you provide an example of a time when you successfully resolved a challenging guest issue?
Certainly. There was a time when a guest arrived at our hotel to find that their reserved room was not
available due to a system error. So the guest was really upset, I quickly apologized for the inconvenience
and assured them that I would find a solution. I worked with my team to secure a comparable room at a
nearby hotel and arranged complimentary transportation for the guest. I followed up with the guest to
ensure their satisfaction, and they expressed gratitude for our quick resolution of the issue.

How do you handle difficult or irate guests?

When dealing with difficult or irate guests, what I do is I prioritize empathy by putting myself in their
shoes and also active listening. I remain calm and composed, acknowledging their concerns and
validating their feelings. I work to understand the root cause of their dissatisfaction and offer practical
solutions to address their issues. If needed, I involve a supervisor or another team member to assist in
resolving the situation effectively while maintaining professionalism at all times.

How do you ensure accuracy when processing guest transactions and handling financial transactions?
Accuracy is primary when processing guest transactions and handling financial transactions. I double-
check all information entered into the system and verify payment details to ensure accuracy. I follow
established procedures and protocols to safeguard against errors and discrepancies, and I'm diligent
about reconciling transactions at the end of each shift to maintain financial integrity.

How do you handle confidential guest information and maintain guest privacy?
Respecting guest privacy and maintaining the confidentiality of their information is a top priority. I
adhere strictly to data protection regulations and hotel policies regarding the handling of sensitive
information. I ensure that guest records are securely stored and accessible only to authorized personnel.
Additionally, I'm mindful of the importance of discretion when discussing guest matters, both in person
and over the phone.